# The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008, Regulation 8: Notice of interruption of supply

Extent: E+W

(1) This regulation applies where a Welsh water undertaker exercises its power under section 60(1) of the WIA (disconnections for the carrying out of necessary works).
(2) If under section 60(3) of the WIA the Welsh undertaker is required to serve a notice, the Welsh undertaker must—
(a) specify in the notice—
(i) the earliest date and time after which the Welsh undertaker reasonably expects that the supply will be interrupted or cut off; and
(ii) the latest date and time by which the Welsh undertaker reasonably expects that the supply will be restored; and
(b) if the water is to be cut off for more than four hours, give at least 48 hours’ notice before the supply is interrupted or cut off.
(3) Paragraph (4) applies if, because of an emergency, a Welsh water undertaker—
(a) interrupts or cuts off the supply of water to the premises of a customer; and
(b) is excused from the requirement under section 60(3) of the WIA to serve a notice.
(4) If this paragraph applies the Welsh undertaker must, as soon as is reasonably practicable, take all reasonable steps to notify each affected customer—
(a) that the supply has been interrupted or cut off;
(b) where an alternative supply can be obtained;
(c) of the time by which it is proposed the supply should be restored; and
(d) of the telephone number of an office from which further information may be obtained.
(5) Subject to paragraph (6), if the Welsh undertaker fails to comply with paragraph (2)(b), it must pay each customer whose supply of water was disconnected or cut off—
(a) if the supply is to domestic premises, £20; and
(b) if the supply is to premises of any other kind, £50.
(6) No application by the customer for the payment is necessary unless the Welsh undertaker could not practicably have identified the customer as having been affected.
(7) However, the Welsh undertaker need not pay the customer under paragraph (5)—
(a) if it was impracticable to give notice by the time required because of—
(i) industrial action by employees of the Welsh undertaker; or
(ii) the act or default of a person who is not—
(aa) an officer, employee or agent of the Welsh undertaker; or
(bb) a person acting on behalf of the Welsh undertaker or of an agent of the Welsh undertaker; or
(b) if—
(i) the Welsh undertaker could not practicably have identified the customer as having been affected, and
(ii) the customer does not claim (orally or in writing) a payment under this regulation within the 3 months following the date on which the supply was cut off.

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Source: https://www.legislation.gov.uk/uksi/2008/594/regulation/8 (the official version)
Page: https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-8
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.